Account Manager

At Fellow, an Account Manager is the link between our products and the incredible retailers that sell them. You are the face and voice of our brand to the outside world… so stay away from garlic.

We are searching for communicative candidates who are proactive and passionate about the products they sell and the clients they serve. The ideal candidate is passionate about coffee or design, but this is not a requirement. Account Managers at Fellow are the main point of contact for our many retailers. They build long-lasting, mutually beneficial relationships, always striving to find the products which best fit the needs of the client, while simultaneously growing Fellow’s sales. They also aid internal departments by collecting information, assisting in the processing and analysis of client data and complaints, supporting marketing efforts, and identifying industry trends.

To succeed in this position, candidates should have exceptional communication, computer, and problem-solving skills. You should be resourceful, analytical, adaptable, and organized with the ability to build rapport with clients.

As an Account Manager you’ll be responsible for a book of business. Your success hinges on the success of your clients. In addition to growing the accounts assigned to you, you’ll be tasked with identifying and closing new accounts within your category.

A bit about Fellow

First, what we are not:

Fellow is not a tech start-up and will not be worth 4 billion dollars in three months. Ain’t going to happen folks. Fellow does not offer a free shuttle, onsite meals, or gym memberships. Sorry. Although on occasion you will be required to lift 15 pound shipping boxes, so I guess that counts as a free workout. We just want to be transparent from the get go.

What we are:

Fellow aims to bring thoughtfully designed products to people around the world. We are focused on coffee products that enhance or simplify the brewing process and experience.

A bit about you:

You love to delight the customer and make it your mission to provide excellent customer service to all of your accounts. Aggressive sales goals motivate you instead of intimidate you. At the end of each week you are excited to share your sales numbers with the team. You’re confident and seek out challenges. A “no” to you means that you are just that much closer to a “yes” from the next customer. You have a passion for design and enjoy nerding out over cool features and benefits. You can appreciate the difference between an African coffee and a Central American coffee.

You’re scrappy. The thought of working for Big Business repulses you. Your middle name is “Strategic problem solver who is really good at getting things done.” The reality is there are many things that need to get done and only a couple people to do the lifting. You are quick to help in anyway possible.

As our store leader you will be responsible for driving our business through excellent operational and team management. You’re known as a community builder and go-getter, and have extensive experience shift managing a retail store. In this role, you will work directly with our leadership team to manage our store team, and will report directly to our CEO.

The right candidate will obsess over traffic, conversion, order values and repeat rates; all while delivering a best-in-class experience for each customer.

Mechatronics Product Engineer

Do you want to take your professional experience beyond a sliver of responsibility like concepts generation, making prototypes or creating presentations? Do you want the responsibility to develop a product that is actually manufactured and used by thousands of people everyday? Fellow is looking for a devoted mechatronics engineer like you.

ABOUT FELLOW:

Fellow’s mission is to help people perfect their ‘liquid craft’ by marrying professional knowledge, relevant functionality and thoughtful design. From the outside, Fellow makes high-end coffee equipment for the world’s best baristas and home enthusiasts. But peeking under the hood reveals many intertwined endeavor that make up the brand, which may help you understand Fellow’s growing attention and future growth ambitions.

Fellow is a small but ‘real’ company: revenue generated via product sales, products available at on- and off-line retailers like Crate & Barrel, Williams Sonoma, West Elm, Amazon, and distributed internationally in over 40 countries. The products have won numerous design awards like international RedDot design award, are featured at MOMA design stores, and available in hundreds of the best cafes across America. Our physical retail store in the heart of Mission district, San Francisco, serves to be a playground to experiment and redefine what ‘customer experience’ really means as a brand; a mashup of a design museum, cooking class, and cafe. International barista champions as well as cafe staff choose Fellow products as their de facto tool of choice, which is a proof that our products are professional grade and friendly to a broader audience.

Fellow team is small but made up of dedicated individuals who bring our own ‘craft’ into the profession: sales and marketing, brand, design and engineering, and cafe operations. Collective experiences come from Blue Bottle, Oracle, IDEO, Intuitive Surgical, GoPro, and Stanford Graduate School of Business, just to name a few.

Born out of a passion in craft, boosted via Kickstarter campaigns, and gained relevance and adoption by professionals and the community, Fellow is at a phase change moment to propel the company forward while deeply grounded in products, brand, and operation.

ROLE AND RESPONSIBILITIES:

As Fellow’s product portfolio expands into more ‘smart’ products, this person plays a significant role as an early member of mechatronics engineer joining Fellow’s small product team. Scope spanning across developing Fellow’s next products to analyzing product misbehaviors, the engineer will have hands-on ‘elbow deep’ involvement, wearing many hats along the entire product development cycle. Significant professional growth is expected.

Graphic Designer/Photographer

A bit about Fellow

First, what we are not:

Fellow is not a tech start-up and will not be worth $4 billion dollars in three months. Ain’t going to happen folks. Fellow does not offer a free shuttle, onsite meals, or gym memberships. Sorry. Although on occasion you will be required to lift 15 pound shipping boxes, so I guess that counts as a free workout. We just want to be transparent from the get go.

What we are:

Fellow aims to bring thoughtfully designed products to people around the world. We are focused on coffee products that enhance or simplify the brewing process and experience.

A bit about Fellow’s marketing team:

Fellow’s marketing team is responsible for the design and art direction of core communications across retail, web, packaging, and events. Working in a highly collaborative manner, two primary focuses of the marketing team is Fellow’s brand strategy and to define the look and feel of all Fellow product imagery through experimentation, critical thinking, and attention to detail. The Graphic Designer role is an integral member of the team creating innovative and compelling work from ideation to execution. In this role, you will be instrumental in developing work that inspires both current and potential customers.

Key Qualifications

2-6 years of design experience with a growing ability to develop innovative creative work across a broad range of media. Must have a working knowledge of graphic design, branding, photography, and art direction as it pertains to print, digital, and motion.

Resourceful – we’re a small, scrappy team. The amount of creative work we produce is disproportionate to our size. We do this by being nimble and incredibly resourceful. You are a good multi-tasker with the ability to manage multiple projects simultaneously and meet deadlines with frequent interruptions and changing priorities.

You are naturally curious and passionate about design — with a keen awareness of the evolving landscape of available tools, technologies, resources, and trends.

You are a motivated and driven designer that collaborates well with a team to find simple solutions to complex problems.

You are a strong communicator that is able to articulate ideas in a clear manner, engage in healthy debate, and accept directional feedback.

You have digital photography experience, both shooting and editing – preferably product photography.

Description

We’re looking for a talented designer with experience working on consumer goods to be a vital member of our marketing team. You understand the importance of being a brand guardian and how to bring that brand to life creatively. You have design experience with packaging, retail, print, web, social media marketing and brand identity, and are abreast of innovative design trends and technologies. You are comfortable working both in the details as well as the bigger-picture. Able to multitask on design projects that require both conceptual and functional thinking with a tireless work ethic. React quickly to new information, opinions, and direction to strategically pivot when necessary.

Education

BA or BFA degree in Graphic Design or a related field preferred.

Additional Requirements

Fellow Store Sales Associate

We are looking for a friendly, driven and knowledgeable retail Sales Associate to join the team at Fellow’s first-ever showroom and retail location! Fellow offers an elevated and considered approach to brewing coffee, and now has the opportunity to share our designs in person with coffee lovers and professionals alike- And right here in San Francisco; the heart of one of the most thriving coffee communities in the world.

About You:

Loves and possesses reasonable knowledge of and experience with specialty coffee

Passionate about design and quality

Great with people

Constructive problem solver and thinks quick on your feet

Comfortable with going through pour-over demos with guests

Receptive to constructive feedback

Reliable and demonstrates good decision quality

Fluent in english

Responsibilities:

Greet guests as they enter the store, offer guidance and support

Possess a thorough understanding of our products and effectively communicate this with customers

Use knowledge and resources to answer questions

Handle and maintain shop space and brewing equipment

Strive for customer engagement and satisfaction

Education/ Experience:

Highschool diploma

Customer service experience

Specialty coffee experience

Open to constructive feedback and education

Part Time Positions Available (14-25 hrs /week)

Hourly compensation based on experience

Please email jessica@fellowproducts.com with resume

Customer Service Associate

Do you feel tingly at the sound of a customer’s delight?

Fellow is looking for a positive, thoughtful, and quick-thinking Customer Success Associate to support the use and lifecycle of our products out in the wild. Customers have questions; you will have answers. Whether via Twitter or email, your job will be to answer customers’ questions in a timely manner and be their voice as we develop new products and refine the ones we have.

Customer Support

Fellowproducts.com is the epicenter of the Fellow brand. You’ll help ensure a positive and frictionless relationship with our closest customers.

Customer Service: Where is our stainless steel from? How do I brew pour-over? When is my order arriving? You’ll be fielding all in-bound customer service emails and questions through Zendesk and our social channels (i.e., Instagram, Facebook, Twitter). You’ll not only process returns, deal with disputes, and prevent fraud, but also help customers fine-tune the perfect brew recipe and pick out the perfect Fellow gift.

Order Logistics and Fulfillment: You will one of our key points of contact with our fulfillment partner in Oakland, California. You will help ensure timely deliveries for B-to-C orders and provide support when needed.

Store Support: You could also have the opportunity to work on the floor at our store, fielding customer questions about products and solving concerns in real time.

A typical day could look as follows:

First thing in the morning, you log into our customer service inbox (zendesk.com) and respond to the 30 messages from the night before. A customer’s order was never delivered, so you hop on the phone with FedEx to help track it down and see where it went.

Orders are set for the day and the warehouse knows what to ship in the afternoon. Just before lunch, you review the past month’s tickets and provide a report to the operations team, noticing any trends or concerns. You notice a quality issue and send over images and a summary to the product team while developing a creative solution to keep customers happy.

Throughout the day, you monitor the customer service inbox and help a few customers with order questions. You might check the back too to be sure you have the replacement parts you need for service orders.

A bit about Fellow

First, what we are not:

Fellow is not a tech start-up and will not be worth 4 billion dollars in three months. Ain’t going to happen folks. Fellow does not offer a free shuttle, onsite meals, or gym memberships. Sorry. Although on occasion you will be required to lift 15 pound shipping boxes, so I guess that counts as a free workout. We just want to be transparent from the get go.

What we are:

Fellow aims to bring thoughtfully designed products to people around the world. Currently, we are focused on coffee products that enhance or simplify the brewing process. We have a passionate, committed team that loves to see coffee tools come to life.

A bit about you:

You’re scrappy, creative, and love helping people. The idea of supporting the use of our products in the wild excites you. You’re familiar with the small batch coffee movement and keep hearing how good the espresso is at Verve.

You’re also opportunistic and excited to offer new ways for the company to support customers more effectively through communication, design, and marketing.

Lastly, you’re fun and friendly but know when to get down to business. We have some great coffee-related jokes for you.

Required Skills

1 – 3+ years of experience in a customer service or operations role

Undergraduate degree or work equivalent

High proficiency with computers and online tools

Process-oriented, you always dot those i’s and cross those t’s

Prior experience at a start-up is a plus (we need to know you’re scrappy)

An appreciation for coffee would be a nice bonus, but not required

This role is full-time, salaried in San Francisco at Fellow’s HQ (currently the Mission).